Advanced Work Assignment - HR Cases getting auto-assigned to an agent before the Skills

[Kunal Nayak]

While implementing AWA for HR Cases, we are facing a peculiar issue where the HR Cases in certain scenarios are being auto-assigned to the wrong agent (i.e. agent without the skill) because the skill is getting attached to the HR Case after AWA already assigns it to an agent -

We have configured the following - 

1. We have created a Skill Determination Rule to attach an 'Email' skill to the HR Case when the source is email.
2. We have set up a queue for HR cases created with source = email
3. We have set up an assignment eligibility rule to 'enable auto-assign' to agents, as well as enforce skills & mandatory skills.

But what is happening is, when the case is created with source as email, the awa_work_item table shows that it is offered to the agent BEFORE the task_m2m_skill record is created a few seconds later. This is only happening in this scenario, when HR cases are created from email. Since AWA does not find any skill attached to the HR Case, it is being assigned to any available agent with capacity within this group, instead of assigning to the eligible agent having that email skill. All the Business Rules for running Skill Determination Rules are OOTB.

Any thoughts on how to proceed?

[Subhendu1]

Hi Kunal can you demonstrate on the configuration of the AWA for hrsd? I am working on similar requirement